Bharat Petroleum - Brand/CorpWeb/14-15 Revamp ......Bharat Bhavan I, 3rd Floor, Currimbhoy Road,...

Brand/CorpWeb/14-15

1 | R e v a m p w w w . b h a r a t p e t r o l e u m . i n

Revamp & Maintenance of Corporate Website of

Bharat Petroleum Corporation Limited with Social Media Integration & ORM

Request for Quotation Document (Tender Enquiry Ref: Brand/CorpWeb/14-15)

Bharat Petroleum Corporation Limited

Brand, PR & New Initiatives Department Bharat Bhavan I, 3rd Floor, Currimbhoy Road,

Ballard Estate, Mumbai 400 001

Brand/CorpWeb/14-15


Preamble

This RFQ has been developed based on Bharat Petroleum Corporation Limited’s (BPCL) business and technology requirements. It remains the sole property of BPCL and as such its contents may not be disclosed by your Organisation to any third party, nor may any original concepts devised by BPCL be used commercially. If BPCL decides not to proceed with the project, selects an alternative Solution Provider, or decides to conduct the project itself, BPCL requests return of this RFQ together with assurances that no copies of this RFQ have been made. Should a breach of confidentiality occur at any time before or after the RFQ proposal deadline, BPCL retains the right to disqualify the proposal and choose not to invite the defaulting organisation to any future proposal exercises.

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Contents

Sr. No Title Page No: (a) Executive Overview 5 (b) Objectives 6 (c) Functional Requirements 7-21 (a) Creative Strategy

(b) Target Audience

(c) Content Coverage (d) Content Development & Management (e) Current Modules & Applications (f) New modules to be added (g) Search Engine Optimisation & Advanced SEO (h) Language (i) Site Promotion (j) Development Methodology & Platform (k) Traffic Analysis (l) Warranty

(m)Post-Completion Maintenance (n) Training (o) General

(p) Social Media 22-23

(a) Social Media Connect

(b) Social Media Campaigns (c) Social Media Reports (d) Continuous update of content

(q) Online Reputation Management 24 (r) Deliverables & Scope of work 25-27 (s) Project Management 28-30 (t) General Terms 31

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(u) Commercial Terms and Conditions 32-38

(a) Resource Mobilisation

(b) Validity (c) Payment Terms (d) Post-Commissioning Development (e) Liquidated Damages (f) Documentation (g) Copyrights (h) Obligations (i) Termination (j) Arbitration (k) Jurisdiction (l) Method for Submission of Bids

(m)Other Terms (v) General Conditions of Contract Enclosure-1

Appendix 1 - Particulars of Solution Provider Format 39-42

Appendix 2 - Compliance Sheet 43-44

Appendix 3 - Price Bid Format 45-48

Appendix 4 - Major Check List 49

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Executive Overview

Bharat Petroleum Corporation Limited (BPCL) is one of India’s leading public sector oil companies engaged in exploration, production, refining and marketing of petroleum products. BPCL is ranked among the top Indian Companies on the prestigious Fortune 500 list and among the PLATTS top 250 energy companies in the world. Bharat Petroleum Corporation Limited (BPCL) a ‘Navratna’ Public Sector Enterprise, with a turnover exceeding Rs. 2500 billion produces and markets a diverse range of products, from Petrochemicals and Solvents to Aircraft Fuel and Speciality Lubricants. BPCL is India’s second largest Oil Company in terms of market share with a distribution network encompassing over 12500 Petrol Stations, 1000 Kerosene dealers and over 3500 LPG distributors. BPCL also directly supplies fuel, lubricants and LPG to hundreds of industries and several international and domestic airlines. BPCL has a customer base close to 50 million and growing. The key businesses or SBU’s (Strategic Business Units) of BPC are – Refining, Retail, LPG, Lubricants, Aviation, Industrial & Commercial (I&C) and Gas. Some of the popular BPC brands developed successfully over the last few years include. “Speed”, Hi speed Diesel, MAK, “Pure for Sure” and “PetroCard”. Some other brands of the BPCL portfolio are ‘Bharatgas’ , ‘Beyond LPG’, BMCG, GHAR, ‘In & Out’ , ‘Smartfleet card’ etc.

Innovative, Caring and Reliable (INCARE) remains the core values around which all of BPCL’s offerings have been designed. BPCL recognises that the Internet is becoming an important medium to reach out to its various stakeholders and would therefore like to leverage the Net for enabling the concept of ‘Online Marketing’, and building relationships and loyalty with stakeholders. With these in mind, BPCL identified the need to refurbish its existing Corporate Website: (http://www.bharatpetroleum.in ). It is with this background that Quotations are being invited. This RFQ covers the objectives, scope of work and deliverables of the proposed project, and outlines the broad framework within which BPCL invites Solution Providers to submit their proposals. This RFQ is issued as a two-part bid:

– Technical Bid covers the detailed documentation on BPCL’s expectations of the refurbished Corporate Website, so as to enable you to scope the Project and allocate resources. This part of the bid covers Technical Terms and Conditions and particulars of the Solution Provider and details of facilities / competencies.

– Price Bid provides the format for providing your quotation.

The Proposal will require to be submitted in two separate parts specifically mentioned as Technical Bid and Price Bid, in the E-Tendering Portal https://bpcl.eproc.in.

http://www.bharatpetroleum.in/

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Objectives

This initiative to refurbish the website aims to enhance BPCL’s corporate equity through the medium of the web. The web presence will also enhance the opportunity for BPCL to interact with stakeholders and share in detail, information sought by surfers with regard to BPCL’s product & services. BPCL’s defined objectives for this exercise are:

To create a web site which is user-friendly, informative, deeply customer engaging and also easily manageable by BPCL

- Easily navigable site ensuring content reach with minimum click through - Attractive look and feel that is vibrant around subject themes - Software programs as needed for the smooth operation of innovative applications

designed - Role based access having various rights / privileges - Provide mechanism for Webmaster to moderate and publish in the site through a

dynamic content management system.

To create a pull to the website by making the site more customer-focussed and satisfying the needs of the target audience through information that is useful, updated, and interesting with innovative features that make the site lively

To increase Brand Visibility and Recall, address key communication issues and build relationships with stakeholders by being interactive and response-driven

To create a superior user experience

BPCL website has over the last few years received awards for its content, presentation, e-magazine & effective use of onsite real estate. All efforts at refurbishing the site would have to keep this in mind.

To incorporate effective SEO and Advanced SEO solutions for increasing traffic to corporate website and micro-sites

Planned digital marketing services on Website / Social Media to acquire consumer mind-

space and create a preference for Bharat Petroleum Brands

Real time, immediate methods, platforms for knowledge sharing for customers and global network

Online reputation management.

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3. Functional Requirements

This Section outlines the Functional Requirements for the website to be refurbished where the responsibility of the agency includes but is not limited to the following activities:

Content sanitization, formatting, uploading and management. SEO friendly website for clean permalink structure. Tagging & Categorization of posts and articles. Feedback mechanism to accept & display hierarchical user comments. Develop and update the FAQ bank based on user feedback.

3.(A) CREATIVE STRATEGY This website will cater to a wide variety of audiences. The site would also be linked to Social sites / digital platforms like Facebook, Linked-In, Slideshare, YouTube, Twitter, Pinterest, Instagram, mobile applications and other portals the company is linked to (or proposed in future). BPCL thus envisages a corporate site, which depicts BPCL as a professional and responsible organisation. BPCL’s core values of being Innovative, Caring and Reliable have to be reflected through this site. While the site is expected to be visually appealing and produced to international quality standards, under total compliance to W3, the home page of the site should be light enough to download swiftly even under dial-up access conditions, through standard browser. As far as possible the home page & all other main landing pages, should have a logical flow that is easily navigable. The creative strategy should be able to spell out a theme around which the website should be designed. BPCL desires that the vendors propose at least six themes with alternate design options to enable a change in the look and feel of the home page at regular intervals, ideally every quarter and/or as part of planned campaigns and observances. The CMS tool used by the Vendor must allow the themes to be implemented in minimum time frame and import all existing content so that the theme reflects across all sections

The site needs to have “Responsive Design” so that it resolves seamlessly on all devices like Tablets, Mobile Phones, Laptops, Ipad, etc. on different operating systems like Windows, Apple, Android & other available Operating Systems (OS).

A powerful customisable CMS tool is required so that content updates are effortless and maintain the “Look & Feel” of the site. Multiple teams within BPCL should be able to use the CMS to update the respective sections of the site and BPCL social media platforms

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Branding of the site must be carried across all Media including Social Media. Vendor should ensure to make site compatible with any new OS or Devices, that may emerge in the market, within 2 months.

3.(B) TARGET AUDIENCE

Our defined target audience for this site is as follows:

Customers and Prospects Motorists & Fleet Owners Households Industrial consumers International customers Aviation Industry

Investors

Investors existing & prospects Analysts Business & Associates Vendors Contractors Channel partners

Employees Retired BPCL employees Current employees Prospective employees

Others Scholarships seekers Social workers & NGO’s Press and media Policy makers /Think tanks Researchers & Academia

3.(C) CONTENT COVERAGE Since the site will address a variety of audience, the content coverage will target their needs. Further, the content shall be organised in a way that makes it easy for the user to determine what information is available, where it is available and how to reach it. Common content that has to flow across social media sites would be defined by BPCL. There would be exclusive Microsites for each of the BUs. A logical architecture would have to be maintained throughout the site in order to reach the micro-sites through core key words on the

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Main Page. Content will be linked from micro site to the appropriate social media platforms also. New services and apps on the micro sites would be on a project basis. The content can be aggregated by the vendor from the existing website, recreated and finally edited by BPCL staff to ensure that appropriate content is available on the website. Below are outlined very briefly, the content grouping, resources and tools that BPCL envisages for each category of the target audience.

Automotive customers Mapping/Locators (Fields to be defined by Retail Business) Retail Business (content to be provided by BPCL) Brief write-up on the Business Brief write-up on brands and links to pages in micro site Other Fuel and Non-Fuel

Offerings (e.g. PetroCard, Smart Fleet Card, etc.) & links Vehicle Maintenance, Driving and Fuel Conservation Tips Contacts page Lubricants Business Brief write-up on the Business (to be provided by BPCL) Contacts page

Household LPG - a brief write-up on the Business Other Fuel and Non-fuel Offerings Contacts

Industrial Customers Write-up on Business Products (with technical specs, usage, bulk / packages) Supply / Product Locators Service Offerings Contacts Page

Aviation Customers Write-up on Business Locators Contacts

Investors / Financial Analysts Corporate fundamentals Financials - Annual report (incl. last 5 years reports) - Balance Sheet – Aggregates, Ratios & Schedules - Profit & Loss – Annualised, Ratios, Aggregates & Schedules - Financial Results Q1, Q2, Q3 and year end - Financial Ratios - Break-up of shareholding pattern (fortnightly updates)

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- Investors guide including transmission of shares - Nomination Forms / Change in Address Format

Joint Ventures Investments Status Investment opportunities Feedback / Complaints / FAQ’s Contacts Page Stock Ticker – 5 minutes delay International Trade Ship chartering Product Planning Contacts Page

Bio-Fuels About Bio-fuels Bio Diesel Policy Govt. Initiatives BPC’s foray in Bio-diesel Contacts Page Refineries Mumbai Refinery - History - Performance, Technology & Modernisation Plans - Refining Capacity – product mix, processes etc. - Future plans

Kochi Refinery - History - Performance, Technology & Modernisation Plans - Refining Capacity – product mix, processes etc. - Future plans

Numaligarh Refinery - History - Performance, Technology & Modernisation Plans - Refining Capacity – product mix, processes etc. - Future plans

Bina Refinery - History - Performance, Technology & Modernisation Plans

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- Refining Capacity – product mix, processes etc. - Future plans

3.(D) CONTENT DEVELOPMENT & MANAGEMENT Content Development:

The agency must create content that is photo-rich & video-rich, original, engaging and factually & grammatically correct. While developing the content, special effort must be made to develop the content in line with the changing needs of BPCL Brands. The content should engage customers and contribute to transforming BPCL Website/social media platforms as a preferred destination for infotainment. The ownership of and right to all content shall be with Bharat Petroleum. Content/blogs /articles/news shall be hosted on website and different social media platforms through the CMS. The Agency should proactively track user behavior and find out the users who are interested in or talking about Bharat Petroleum, and get them positively engaged for knowledge transfer and promotion of Bharat Petroleum Brands. (Also refer ORM – Section : 5) Electronic content (text, photo, video or otherwise) would be under the Copyright of Bharat Petroleum and this has to be mentioned on home-page / wherever applicable. A trigger mail can be sent for download of High definition Images from BPCL Virtual Library. (Refer New Modules- Section 3-f). BPCL envisages this site to provide content management functionality using web2 (or higher) functionality. A separate web based content management application should also provide secure and easy access to authorised BPCL staff to update and edit content using a form-based interface. Facility should be provided for different sections of the web to be updated by respective content managers. The application must not require any technical skills, as non-technical staff will also be using it. Content Management

Content Management Software (CMS) : Content Management will be through a CMS expected to have all the following and /or more features to ensure smooth content transfer to website/microsites/social media platforms. The CMS tool must be developed in-house by the Vendor. It must be customisable to the needs of BPCL. Vendor must “share” the Source Code and it shall be BPCL’s Intellectual Property.

- The Tool must be W3C Compliant. - The CMS tool must be Social Media Ready - Non hierarchical navigation using tags for each page. - Admin must allow tags to be defined for each page that will be displayed along with the

page. Users can click on tags and see related pages tagged with the same keyword. Ability to search tags and allow users to suggest tags for all pages

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- “Email page to friend” feature where user can forward link of page to a friend with snapshot of the page as a thumbnail

- Print page feature where admin will store 2 versions of each page, one for display and one for print. When print page is invoked a print friendly version of the page would be printed.

- Facility to personalize site by dynamically being able to increase and decrease font size - Use of Ajax for all form pages to process page submission without page refresh - Full indexer crawler site search engine that should index all pages as well as PDF, Word

and Excel documents and display in search results with searched word highlighted. - Option for users to search by all words (including special character), any word (case

insensitive) and exact phrase. - The contents published in site must appear within 5 minutes and same should be part of

search engine within 12 hours. However, the indexing should not affect the response of the site contents.

- All “Deleted” content must be archived

3.(E) CURRENT MODULES & APPLICATIONS 1. Tender Room

(Application as currently deployed on the website). This is integrated with the Government Tender Portal as well as BPCL SAP. Tenders (This section will host all required tenders to be floated by BPCL in downloadable

form The following should be considered while redesigning the corporate website.

a) A separate link for tenders to be provided on the Corporate Web site. b) Home page to have listing of current major tenders with appropriate links c) The Home page of the TENDER ROOM must have all the latest tenders with the

following information :

d) The link should be provided on ‘Tender No.” to display the details of the tender. e) The information is to be classified into different tabs for better clarity as under:

1. New Tenders 2. Corrigendum 3. Expressions of interest 4. Archived tenders.

f) The latest corrigendum should be displayed under the corrigendum Tabs. A scroll

Message to this effect can be displayed on the tender link. g) A new search help to be created to search the tenders by :

Sr. No

Tender No

Tender Description

Type of Tender

Due Date Due Time

Department

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1. Tender No 2. Tender date 3. Tender due date 4. Department 5. Type of Tender 6. Keyword

h) The following modifications have to be made in the existing fields:

Current Field Modifications Remarks Category To be renamed as department The permissible

values shall be all SBU/Entities

Department To be deleted Address Tender Invited By Printed document available at

The default value should be “N”. If yes then additional fields to appear

i) The following new fields to be introduced :

New Field Remarks Sub Department New permissible values to be created

under Department for better aggregation of tenders within SBU/Entity.

Contact Details The user will input the details. Two additional options for uploading the documents.

2. SCHOLARSHIPS / CAREERS IN BPCL

Spin off to the micro-site www.bpclcareers.in Scholarships announcement Current Openings ADD NEW Active social media interface for announcements /campaign/engagement

3. PENSIONERS

Locate a fellow pensioner (Form-based) Downloads

- Bank format - Certificate of existence - At par Bank branches

http://www.bpclcareers.in/

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Post Retirement Medical Benefits Scheme(PRMBS) - Downloads: Forms/ Bank NEFT

Feedback / Complaints / FAQ’s Contacts Page

ADD NEW Active social media interface for announcements/campaign/engagement

4. CORPORATE

History & Background Board of Directors Corporate Vision C & MD’s AGM Speech (downloadable version) Accolades, Announcements & Press releases Meeting Social Obligations Health, Safety and Environment Feedback / Complaints / FAQ’s BPCL Contacts ADD NEW Active social media interface for announcements/campaign/engagement

5. PETROLEUM RELATED NEWS Petrodaily: This section contains relevant news clippings about the Oil & Gas Industry.

A web interface to update contents will be required. Solution provider to design the functionality for the same. Presently we have a subscriber base of more than ten thousand subscribers. (To be made available through Social Media Platforms as detailed in Social Media Connect- Section 4).

Petrozine: A user friendly & vibrant e-zine giving useful & contemporary information on a Quarterly basis. Content & design to be provided by the solution provider. ( Link /service to be made available through Social Media Platforms as detailed in Social Media Connect- Section 4)

Daily BPCL Share Quotes

The site should have a provision for Daily quotes to be presented in a Banner/ Ticker form. Selected Developer to source & provide the same as a part of this RFQ* ( Link /service to be made available through Social Media Platforms as detailed in Social Media Connect – Section -4)

6. WALLPAPERS/DOWNLOADS/OTHER APPS

The site should have provision for thematic wallpapers at regular intervals. It could be calendars as per International Observance of the year. Other relevant international and /or themes can also be used. Images and content corresponding to the theme shall be developed

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by the Solution Provider and displayed with BPCL approval. Edit/update/admin to be available through CMS.

Sourcing of external content & requisite pictures or images to go with the description will be the sole responsibility of the Solution Provider and within the scope of this RFQ. Care should be taken to build this price component while quoting. Images required will be “India-centric”.

7. OTHER MODULES

a. Vendor Module to be incorporated with existing features b. Dealer Module to be incorporated with existing features c. Dealer Module exclusively for Kochi Refinery to be incorporated with existing

features

3.(F) NEW MODULES TO BE ADDED BPCL Virtual Library:

The requirement is for a central web-based repository / library in BPCL website that would have all images/ videos/other Info files that can be viewed / downloaded with appropriate approvals from BPCL. Only low-res image files will be on view from this library. The high-definition files can be requested by sending an e-mail to Web Admin for this library. The library should have features for easy archiving and retrieval. Features required need not be limited to those listed here: 1. IMAGE GALLERY In this listing library there should be a provision for BPCL employees / business associates to view/ upload photos relevant to BPCL (Landscapes/BPCL events) from across regions. This will operate through a CMS. Fields to be captured are :

Image/Event Name Date of event/Region/Location/SBU Brief description of event/image Category : Business/ MoP&NG/ Award / Launch / Milestone/ Personalities / Sports /

International/ National/ Campaigns

The facility - For a given event 4 Images to be captured in high definition. (Single image upto

5MB). Higher definition images to be led to [email protected] /Google Drive / other option.

- Facility to display images in low resolution in BPCL gallery - Listing / Search by Category - Image display to include SBU/Caption and date of event - Picture gallery view (Today/week/month/year)- View open to all

mailto:[email protected]

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- Access/Upload/Edit/Delete rights in Virtual Library Archives only to Primary Web Admin with limited access (upload-only) to Content Managers

- Email facility to content managers for High-Definition images should be available in module

Approvals and publishing

- BPCL Content Manager from Regions can key in content and upload video through CMS

- Content Manager at HQ can edit and approve content for Microsites /Websites - Approval from Primary Web-admin team for all display on Microsite/Website/

Social Media Platforms - Copywriting support from Agency can be sought for ensuring positive/ encouraging

content.

2. VIDEOS In this listing library there should be a provision for BPCL employees / business associates to view/ upload videos relevant to BPCL from across regions. This will operate through a CMS. Fields to be captured are :

Event Name/Date of event/Region/Location/SBU Brief description of event Category : Business/ MoP&NG/ Award / Launch / Milestone/ Personalities / Sports /

International/ National/ Campaigns

The facility - For a given event videos to be captured in specified format - Large size files to be led to [email protected] /Google Drive / other option. - Listing / Search by Category - Image display to include SBU/Caption and date of event - Video gallery view (Today/week/month/year)- View open to all - Access/Upload/Edit/Delete rights in Virtual Library Archives only to Primary Web

Admin with limited access (upload-only) to Content Managers - Email facility to content managers to be available in module

Approvals and publishing - BPCL Content Manager from Regions can key in content and upload video through

CMS - Content Manager at HQ can edit and approve content for Microsites /Websites - All display only with approval from Primary Web-admin team for Micro-

site/Website/ Social Media Platforms - Copywriting support from Agency can be sought for ensuring positive/ encouraging

content.

3. AWARDS & ACCOLADES


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In this module/library BPCL members / business associates can list awards won by BPCL/ Team / Individual in fields like Business / Sports / Technology / Social Activities/Others from National/International/Reputed Forums. This will operate through the CMS.

Fields to be captured are : Award Title / Image/ Video/ Date of event/ Region/ Location/ SBU Brief description of achievement Scanned copy of Nomination form Category : Business/ Sports/ Technology/ Social Activities/Others Level : National/ International/ State/Distinguished Citations

The facility:

- High definition image capture (Max 4 images) (Single image upto 5MB). Higher definition images to be led to [email protected] /Google Drive / other option.

- Videos can be uploaded as per size restrictions or be led to BPCL Google Drive. - Search to be optimized as per listing / category - Regional Content Manager can upload information


- BPCL Content Manager from Regions can key in content and upload video through CMS - Content Manager at HQ can edit and approve content for Microsites /Websites - All display only with approval from Primary Web-admin team for Micro-site/Website/

Social Media Platforms - Copywriting support from Agency can be sought for ensuring positive/ encouraging

content.

4. PRESS CLIPPINGS In this module/library BPCL members can list relevant news clippings of BPCL events through the CMS.

Fields to be captured are : News Title in English Scanned News clipping Brief translation of news in English (For press clippings in regional languages) Name of Newspaper (List to be available in CMS) Date Category : Achievement/ launch/ Advertisements/ Business/ Sports/ Technology/ Social

Activities/Others SBU/ Region/ Location

The facility:

- File upload : Scanned image/pdf - Search to be optimized as per listing / category - Regional Content Manager can upload information


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- BPCL Content Manager from Regions : upload content/image through CMS - Content Manager at HQ : edit and approve content for Website - Primary Web-admin to approve content for Website/ Social Media Platforms. - Copywriting support from Agency can be sought for ensuring positive/ encouraging

content.

5. E-Greetings : Facility for customers to send BPCL branded Greetings for important festivals and New Year. A choice of cards to be made available that can be sent by registering users e-mail ID.

- Design / Content to be created by Solution provider - 6 options (3 dynamic, 3 static) of Smart and visually appealing cards for each season to

be available - Occasions/Seasons include: Diwali, Christmas, Eid & New Year, and Congratulations for

achievements, etc. - Link to be made available on Social Media Platforms also


- Primary Web-admin to clear content/designs for website and social media

6. HR recruitment module A new module has to be incorporated in the revamped website to receive and analyse applications from across the country. The fields to captured would be defined by BPCL HR team. (A mobile app can be considered for HR Careers)

3.(G) SEARCH ENGINE OPTIMISATION Search Engines will be an important avenue to direct surfers to the BPCL site for core corporate information, products / services offered, as well as value added information. The site will need to be optimised for search engine listing criteria, including providing necessary Meta tags and submit the pages to search engines agreed by BPCL. Selected provider will need to ensure top page ranking in popular search engines like google, yahoo & msn and social media platforms BPCL is listed on. Relevant keywords from Business and General Keywords as recommended can be used for SEO. The site has to be constructed with an inherent SEO for the selected keywords. Subsequently, advanced SEO can also be deployed for indexing, accessibility and enhancing ranking, performance and traffic. 3.(H) LANGUAGES The site will be composed entirely in English. Important data / information on BPCL website should also be made available in Hindi (approx. 80-90 % of the total English contents) and other regional languages as defined by BPCL.

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The scope of this RFQ includes translation of core content into Hindi. The number of languages and the subsequent translation to be taken up on project basis and made available on website within three days of Hindi & English updates. Translations required into other languages (to be decided by BPCL) will have to be done by Solution Provider and uploaded with approval of BPCL. Selected service provider will need to provide Unicode translation for the Hindi content. 3.(I) SITE PROMOTION Please read in conjunction with Advanced SEO (3.G) and Social Media- Section 4 in this Document. Advanced SEO to be activated to ensure maximum visibility and traffic. Links to BPCL social media pages have to be visible on BPCL website homepage Info of what’s trending in BPCL on social media pages to be listed on website homepage Daily /weekly/monthly contests to be designed and deployed for customers Solution Provider to design, develop and deploy a generic application and train BPCL staff in

using the applications. Lateral promotion through social media Appreciation scheme for loyalty to BPCL websites/microsites/social media pages

3.(J) DEVELOPMENT METHODOLOGY AND PLATFORM

The site should be standards-based in terms of production, design and technical quality for effective site management and traffic analysis.

- Browser platforms: The pages should be optimized for browsers such as IE, Firefox, Google

Chrome, Safari (and other available standard browser in the environment) etc.

- The pages will be optimized for a screen resolution of 1024 x 768 and to grade-down gracefully for all other resolutions.

- Pages created must be of “Responsive” design so that they can resolve seamlessly on PC’s, Laptops, Tablets, iPad & Mobile Phones.

- Pages created must be compatible with all standard Browsers. - The home pages and main section pages should be optimised for easy downloading at mutually

discussed and agreed transfer rates. - The application must provide for specific error messages in case of user errors. Solution

Provider will need to provide details on this.

The present corporate site has several modules like the feedback module, tender room, locator section, careers links, etc with its resident database. Any New service provider would necessarily need to incorporate all the working modules in existing or amended form on the new site ensuring smooth flow of movement & integration at all times.

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3.(K) TRAFFIC ANALYSIS

The traffic to BPCL’s website and sub-sites including linked social media platforms will be have to be analysed to understand user behaviour and activities on these sites. Tools to analyse and report characteristics such as Hits, page views, number of visitors, number of visitor sessions, most/least viewed pages, entry/exit points, etc, should be provided. Selected Solution Provider to suggest applications / functionalities & provide the same for this MIS. Advanced SEO to be activated to increase traffic.

3.(L) WARRANTY

The Solution Provider shall provide one-year warranty against defects / bugs on all application software and ensure nil downtime with No errors and broken links on these accounts. Warranty will be applicable from date of acceptance and final signing of refurbished website. In case of any defects, the Solution Provider will arrange to get the defect rectified within 2 working days, failing which BPCL will arrange to get the work done by an alternate party and charge the cost to the Solution Provider by invoking the Performance Bank Guarantee. 3.(M) POST COMPLETION MAINTENANCE

The following activities will fall within the scope of work of this RFQ and Solution Provider to build in this component in the Technical / Price Bids:

- Post completion maintenance commences from the first day of the go-live of website construction.

- The Solution Provider will be responsible to provide technical assistance to BPCL for a period of Three Years from acceptance of the refurbished website.

- Solution Provider to undertake translation and up-date of Hindi section with approved translated content within 24 hours of receipt of content from BPCL for the post-completion maintenance period of two years.

- Solution Provider to undertake translation and update of other regional language sections with approved translated content within 48 hours of receipt of content from BPCL for the post-completion maintenance period of two years

- Digital Marketing services to be activated from day 1 of post completion maintenance. - Please Refer SCOPE OF WORK for activities coming under Post Completion Maintenance.

3.(N) TRAINING Content Management and Traffic Analysis on Google analytic or any other Analytical tool would be required. Training has to be provided by Solution Provider for the Web Admin team to enhance its Digital Fitness, soon after the development of the site and its CMS tool. Training will be 2 to 3-day for 5 people each year. Solution Provider to provide one set of training material to BPCL. There will be no separate charge for this activity.

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3.(O) GENERAL There may be other relevant contents as identified jointly by BPCL and the Solution Provider

during the development stage. The agency must ensure update info with respect to current trends in fuel retailing in India or

abroad by changing or promoting corresponding content (text, photos or other) or display theme at periodic intervals.

Regularly and periodically update the pages with respect to the current / upcoming news and event(s).

Vendor should provide the cumulative number of hits received at home page and micro-sites. MIS report of visitors to each of the site should be readily av’ailable for any given period of

time BPCL will assist the Solution Provider in obtaining all internal content. However, sourcing of external content & requisite pictures or images to go with the description will be the sole responsibility of the Solution Provider and within the scope of this RFQ. Care should be taken to build this price component while quoting. Images required will be “India-centric”.

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4.Social Media

4.(A) SOCIAL MEDIA CONNECT BPCL is currently on five social media platforms namely:

Facebook : www.facebook.com/BharatPetroleumcorporation

Twitter : https://twitter.com/BPCLimited

Linked.In : www.linkedin.com/company/bpcl Slideshare : www.slideshare.net/bpclbrand Youtube : www.youtube.com/user/bpclbrand

Apart from these, the agency is expected to determine which social networking sites are popular/ recommended from time to time, on the basis of parameters like, number of visitors, frequency of visits etc, and submit their suggestions on selection of the sites which will best serve the purpose of Bharat Petroleum. The agency, after taking approval of Bharat Petroleum, must formulate a result-oriented comprehensive social & digital media promotion strategy on the selected sites. The agency should also advise Bharat Petroleum to remove or add any platform during the project duration, if the popularity of any platform ceases to exist or there is a more popular platform available. However, the final decision regarding adding or removing any of the social media platforms will be taken by Bharat Petroleum. Only BPCL authorised content/images can be updated on corporate website /social media platforms. Conversations, images, comments are to be driven through appropriate CMS/ORM tools Agency should ensure effective strategies to enhance fan-base in all social media platforms. Interventions required for cross-pollinating content from website include : Automatic update of links/ news flash/product update from corporate website to appropriate

social media platforms that BPCL is signed on Audio/video streaming facility on corporate website with links to social media platforms that

BPCL is present on. Provide Search facility for site and key words through social media platforms Petrodaily to be made available through Linked.in, Facebook and Twitter, both service and

subscription Contests / customer engagement Monitor social media traffic and provide regular analyses reports

4.(B) SOCIAL MEDIA CAMPAIGNS

http://www.facebook.com/BharatPetroleumcorporation

https://twitter.com/BPCLimited

http://www.linkedin.com/company/bpcl

http://www.slideshare.net/bpclbrand

http://www.youtube.com/user/bpclbrand

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Four campaigns to be designed each year (one in every quarter) through BPCL Corporate Website with interfaces on appropriate social media platforms. The campaigns shall be one each for Retail, LPG, Lubes and Corporate. This is over and above contests like “Shoot at Site” for Dealers & Distributors that is currently live through the Website and Facebook and “Energising Lives” which is an annual contest for employees and business associates. The campaign can be in the form of contest, social cause or knowledge sharing for specific target groups with appropriate social media tools like banners, videos, posters, pop-ups for appropriate devices. 4.(C) SOCIAL MEDIA REPORTS

The Solution Provider must submit, Weekly /Monthly/ quarterly or as and when required, ‘Effectiveness Analysis and MIS reports’ to Bharat Petroleum on the effectiveness of the social media as well as viral marketing strategy and if the desired targets are being met. The Solution Provider must submit a detailed analysis on the steps undertaken for overall promotion of Bharat Petroleum Retail Brands on the social media networks and the results achieved as and when required. 4.(D) CONTINUOUS UPDATE OF CONTENT

- BPCL will provide all available information at Bharat Petroleum’s disposal. However,

primary responsibility of developing the content lies with the agency. - Take complete responsibility and accountability for the social media promotion campaigns

with respect to its objectives. - Advise Bharat Petroleum on any new emerging trends or specific requirements to leverage

social media promotion. - Submit content and response analysis reports to Bharat Petroleum - Manage entire social media efforts on 24x7 bases and also neutralize negative feedback. - The agency must ensure update info with respect to current trends in fuel retailing in India

or abroad by changing or promoting corresponding content (text, photos or other) or display theme at periodic intervals. Regularly and periodically update the pages with respect to the current / upcoming news and event(s).

BPCL will provide timely approval and constructive feedback for all the activities undertaken by the agency for website/social media promotion

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5. Online Reputation Management

The agency shall deploy its owned/licensed ORM tool for managing online reputation for BPCL. The agency shall provide accurate, complete, polite and prompt feedback to user interactions on the social media sites and monitor triggers/instances of BPCL keywords across the world wide web. The agency shall seek input from Bharat Petroleum where the feedback requires such information. User interactions shall be replied in the English/Hindi languages only. The Agency shall also moderate the sites to avoid spam, advertisements and inappropriate content. The Agency is expected to track on the social media networks for key words related to Bharat Petroleum in general and BPCL Brands in particular and respond to them in a way to initiate positive conversations on social media sites. The FAQ / Responses will be that approved by BPCL. The agency must ensure update info with respect to current trends in fuel retailing in India or abroad by changing or promoting corresponding content (text, photos or other) or display theme at periodic intervals. Regularly and periodically update the pages with respect to the current / upcoming news and event(s). Functions expected and not limited to are:

a. Deploy ORM tool b. Monitor entire web (Social Media/Blog/Forums/Sites) c. Define Keywords (to be approved by BPCL – Max 100) d. Competitor analysis on various social platforms/blogs on parameters like No.of

followers/demographics/sentimental analysis/any other requirements as defined by BPCL

e. Monitor 20000 conversations (Category : Feedback/Suggestions/Complaints) f. Bucket conversations as per category for respective Business Units as defined by

BPCL (Also refer BPCL Feedback /CCS ) g. Respond on basis of agreed responses (As defined by BPCL) h. Push responses to designated Role-holders of BPCL (Integrate with BPCL Customer

Care System) i. Repost response to sender upon closure of complaint j. Bucket-wise Data collection and analytics as per Number, Positive, Negative,

Feedback, Suggestions, Complaints

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6. Deliverables and Scope of work

The scope of work defined in this section form a broad framework within which the site will be developed and needs to be read in conjunction with 3 ,4 & 5 of this RFQ. The project is to be completed to the full satisfaction of BPCL by time lines specified by BPCL The initial frame work within 75 days of award / acceptance of the LOI and total refurbishment including translation to Hindi within 90 days from award of LOI. 6.(A) KEY DELIVERABLES

Main Web-Site Web-Site to be W3C complaint in all respects

Website to be delivered in English and Hindi

Website to be integrated for Social Media, SEO, Advanced SEO and ORM

Traffic 100 % Increase in Organic Landing results

New visitors increase by 100 % Facility for visitors survey/feedback and individual user Engagement Time on Page increase by 100 % On Website & Social Bring down Bounce Rate to minimum Media Pages Per Visit increase by 100 % Visit Duration Increase by 100% Unique Visitors increase by 100% Increase Social Media Engagement

Ensure quality Traffic to BPCL Social Media Platforms with quality content / engagement programmes

Maintenance NEW content & creatives for Website/Social Media Additional Apps/features for Micro-sites New Apps for websites/other platforms Language Adaptations as and when specified Advanced SEO for BPCL keywords ORM SEO & Advanced SEO Bring BPCL Site at No.-1 Page Rank on all the Search Engines

Optimize web site for search engines with keyword targeted content to produce direct traffic from the engines

Deploy Advanced SEO strategies for BPCL brands to appear top-most in search results

Deliver highly accessible site with excellent link structure for easy navigation

Conduct Web Site audit on quarterly basis and take corrective action thereon.

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ORM Deploy ORM tool Define keywords Monitor, Listen, Respond, Route to CCS, Respond, Close conversations Data collection, categorization bucket-Swise, analytics

Competitor analysis on various social platforms/blogs on parameters like No.of followers/demographics/sentimental analysis/any other requirements as defined by BPCL

Security Ensure 24 x 7 data and content security with state-of-the-art service and security technologies.

As this is a site with 24x7 services there cannot be an instance of “non-availability” of website.

Data back-up and services have to be maintained as mentioned in this Document.

Regular Liaison with BPCL IS and Server Team. Communication Adequate mailboxes to be created and maintained Data /reports generated from the website to be submitted periodically/

as and when required 6.(B) PROJECT INITIATING AND PLANNING

1. Solution Provider to designate Project Manager who will be responsible for planning,

coordinating and maintenance of BPCL’s online estate. 2. Identify Project activities for Phases 1 and 2, duration of each phase, milestones,

responsibilities and roles with BPCL’s approval. 3. Create Basic structure and site maps of multiple alternate prototypes for approval by BPCL.

(To be ready for initial activation by mid January-2014) 4. Finalise site structure & Road Map with BPCL’s approval.

6.(C) WEBSITE CONTENT

1. Liaison with BPCL Business / Entity representatives along with BPCL Primary Web admin

team /nominated BPCL personnel for obtaining internal content. 2. Source external content. 3. Presentation of website content (i.e. Concept, design and flow) for approval by BPCL. 4. Translation of approved web content / sections to Hindi/other languages defined 5. Facility for incorporating Audio/video streaming with links to social media platforms that

BPCL is present on

6.(D) DOCUMENTATION

Documentation related to the above, including user and systems manual for application development and training modules.

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Solution provider to provide 2 sets of CD’s/ DVD’s with all source file related to the refurbishing of the website, structure & for all new applications or modules developed subsequently during the contract. 6.(E) CONFIGURATION

Configuration details of the site have to be submitted to BPCL 6.(F) TRAINING

Training as specified under section 3.(n) of RFQ. 6.(E) POST COMPLETION MAINTENANCE

Post-completion maintenance requirements as under section 3.(m) of RFQ. 6.(F) WARRANTY

Warranty requirements as per section 3.(o) of RFQ. 6.(G) GENERAL APPLICATIONS

Generic Applications for Contests and promotions for the site as per section 3.5 of RFQ. 6.(H) ALL APPLICATION SOFTWARE

All Application Software developed and accepted by BPCL shall be the express property of BPCL and developed source code and documentation shall be submitted to BPCL within one month from completion of the application.

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7. Project Management

The project activities start immediately after acceptance of the LOI / signing of the contract. On award of the job, the Solution Provider will have to commence work on the project within 7 days of acceptance of LOI. 7.(A) PROJECT PLANNING & MONITORING

The overall project plan will be jointly validated by BPCL and Solution Provider based on which the schedule of activities will be prepared. The project is time bound and the time for completion of the project shall be – initial structure by mid March 2014 and the complete site within 90 days from date of LOI. It is mandatory for the Solution Provider’s Project Manager to schedule and monitor the project closely to ensure timely completion. The project will be reviewed on a weekly basis with the BPCL Project Manager at BPCL premises in Mumbai. 7.(B) PROJECT PHASES

For purposes of convenience, the refurbishing of the website will be done in phases that will be identified by BPCL during the project planning stage. However, it is reiterated that at least 70% of the project will have to be completed and the new website hosted within 75 days of acceptance of the LOI by the Solution Provider. 7.(C) PROJECT ORGANISATION AND STAFFING

. - The Solution Provider will appoint a Project Manager for the project, who will be assisted

by an experienced and qualified technical team for project delivery to BPCL’s full satisfaction.

- The Solution Provider will provide details on proposed Project Team, roles of each team

member with experience, viz. Project Manager, Programmers, copywriters, etc. The solution will be developed at the Solution Provider’s premises.

- The Solution Provider shall provide a technically competent person to provide 24 x 7 support to BPCL for Critical updates

- BPCL reserves the right to review the competency of resources provided, and request for change, which has to be responded to within one week of receipt of such request

The respective Project Managers of Solution Provider and BPCL Primary web-admin team will be the points of contact and interface between the two parties. The Solution Provider Project Manager will keep the BPCL Project Manager fully informed and updated with the project status and progress.

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7.(D) ACCEPTANCE PROCEDURE FOR PROJECT

This Section sets out the procedure for acceptance by BPCL of each of the Deliverables Items and the Application System as mentioned in the Section on “Deliverables”.

Acceptance Procedure Each Deliverable Item will be accepted in accordance with one of the following procedures:

I – Inspection: This procedure involves the visual inspection of the item where applicable to ensure that it conforms to the Specifications. D – Demonstration: This procedure involves a demonstration of the functions where applicable provided by the item to ensure that it conforms to the Specifications. A – Analysis: This procedure involves the use of analytical techniques, such as sampling, where applicable to ensure that the item conforms to the Specifications. T – Test: This procedure involves the testing of the item where applicable in accordance with an agreed upon test plan to ensure that it conforms to the Specifications.

Programs will be accepted by the inspection or demonstration procedures. Solution Provider will ensure that the system is well tested before it is rolled out and launched to the public. The system has to be formally accepted by BPCL in writing before it is exposed for public viewing. This would mean that BPCL would need to signoff the Acceptance Test Report for each module. 7.(E) BPCL’S ROLES AND RESPONSIBILITIES

This section specifies the responsibilities to be carried out by BPCL in order to facilitate the Solution Provider to develop and deploy the refurbished website to BPCL’s full satisfaction.

Generic BPCL’s Project Manager & Web admin will act as the main catalyst and liaison in order to facilitate sourcing of BPCL internal content from Businesses / Entities.

Hardware, Software and Networking

- BPCL will provide Solution Provider with visual design elements for the web pages like logos and other standard visible manifestations of BPCL that are required for the system in digital format.

- BPCL will be responsible for providing necessary communication equipment and setting up the physical connection required for connecting the website to Internet.

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- BPCL will be responsible for getting the necessary Internet domain names and IP addresses required for Internet users to access the website.

- BPCL will ensure that an Internet domain name for the servers is registered and that

the selected network services provider provides name resolution services.

7.(F) OTHER ITEMS

It shall be the responsibility of BPCL to implement any procedures necessary to safeguard the integrity and security of software and data used in this project, from access by unauthorized persons. The content of any data file, the selection and implementation of controls on its access and use, and the security of stored data is the responsibility of BPCL. However, the Solution Provider is responsible in identifying such areas where procedures are necessary to safeguard the integrity and security of software and data used in this project.

- Both parties shall agree upon publicity and reference to the project mutually. - Solution Provider to agree that all materials / information / documentation / data

exchanged is treated confidential, handled with due care and is not shared outside the authorized group

7.(G) FACILITIES

The solution will be developed at Solution Provider’s premises. This system would be used by the Solution Provider for demonstrating the application.

However, final acceptance of the production level application would be done by BPCL after testing the solution installed by Solution Provider in the production system of BPCL at BPCL / hosting premises in Mumbai.

BPCL shall ensure that Solution Provider personnel are allowed necessary access to the project / production system in order for Solution Provider to fulfill Solution Provider’s statement of work.

7.(H) PERSONNEL

BPCL shall designate Project Manager and Web Admin from the Brand & PR team, who will act as the points of contact to whom all Solution Provider communications may be addressed. They would be the Primary Web Admin team. There would also be a Web-Admin Core group for content and technical clearance. The Web Admin core-group with representatives from across BUs will be given access on CMS. Authorisations would be defined by Primary Web Admin team. Primary Web Admin team will arrange to get necessary approvals for structure and aesthetics of the developed site / content and provide liaison between BPCL Core Group and Solution Provider personnel

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8. General Terms

Over and above the enclosed GCC, the following are the general terms to be adhered to:

Solution Provider will make delivery of software objects and source code to BPCL. It is assumed that the software delivered in phases (if any) will be used for content validation and approval of presentation only. It will be implemented in live environment after each phase of the application is developed and tested.

BPCL will provide necessary internal documentation, data files, test suites etc. from the existing system implementation and / or any other available sources / agencies as may be required or useful for the development. External content will have to be sourced by the Solution Provider and approved by BPCL prior to hosting / using such data.

While at BPCL premises, Solution Provider representative(s) will observe normal security, safety and other office procedures of BPCL.

Solution Provider is required to ensure to hold Information of BPCL disclosed to Solution Provider or if Solution Provider shall gain access to any Confidential Information relating or pertaining to BPCL in the strictest confidence and that the knowledge of such Confidential Information of BPCL is restricted to those of its employees who require such knowledge in the ordinary course and scope of their employment. Solution Provider shall not use BPCL’s name or logo for any purpose whatsoever without the prior written consent of BPCL

8.(A) COMPLIANCE WITH LAWS AND PERMITS

The successful Solution Provider shall comply with all applicable Acts, Rules thereon, local/state & Central Government Notifications/Order/rules, regulations, ordinances and Judicial Judgement/order relating to the conduct thereof and shall secure and obtain approvals, permits and licences as necessary from time to time at their cost and responsibility for the execution of the work.

8.(B) PREPARATION OF PROPOSAL AND PRESENTATION

This RFQ does not commit BPCL to pay any costs incurred in the preparation / presentation of proposals. Furthermore, BPCL reserves the right to accept or reject any or all proposals or any part of a proposal without assigning any reason whatsoever thereof.

8.(C) LIABILITY INSURANCE

The Solution Provider shall agree to maintain General Liability Insurance, Workers compensation and Employers Liability Insurance at their cost to cover all its Personnel engaged in the performance of the work prescribed in the contract as well as damages arising out of a result of such workings.

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9. Commercial Terms and Conditions

The terms and conditions for this project are given below. The scope of the work is as stated in this document. 9.(a) Resource Mobilisation Solution Provider will complete mobilisation and put up a team for this project within one (1) week of the acceptance of LOI / signing of Contract. Mobilisation cost shall be on account of Vendor. 9.(b) Validity All proposals in response to this RFQ will remain valid for 90 days from the last date of submission, and for the successful Solution Provider, till the conclusion of the project / post-completion maintenance period, as applicable. 9.(c) Payment terms

The payment terms are as follows:

Phases Payment %

1 On successful completion of phase I of the approved site (Approval of Web Site Structure, Links & Home Page Design)

30%

2 On successful completion of phase II of the approved site (Completion of Integration of Design with CMS, Adding content, Testing & Porting on Demo Server)

30%

3 On Complete Project Documentation 10%

4 On completion of Training 10 %

5 Balance payment will be made after final approval and successful launch of the complete web site and on production of a performance Bank Guarantee for 10% of the total value of the work valid for a period of 30 months from LOI.

20%

TOTAL 100%

The price quoted should be valid for a minimum period of two years and extendable for a further period of one year from the date the website goes live

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9.(d) Digital Marketing Services & Post commissioning development

As part of Maintenance of the website/mirco-site/social media platforms BPCL would require on-going application development. The Solution Provider may be required to provide enhanced features / applications on the site after acceptance of the refurbished site by BPCL. Hence, the Solution Provider is required to provide Man-Day rates for technical persons as listed below, which will be valid for the duration of contract from the date of acceptance of the refurbished Website. Quantum of work to be done will be assessed jointly with BPCL whenever necessary. It will, however, not be obligatory for BPCL to engage the Solution Provider for post commissioning jobs on the site.

Solution Provider is required, as part of the proposal to provide the following:

Charges for providing the following competent resources on Time-and-Material basis:

- Project Manager for planning and coordination of the website revamp, maintenance of the website, social media platforms, Advanced SEO and ORM.

- Web Programmers/Developers

- Web Designers

- Copy writers / Translators

The above rates will be valid for a period of two years from the date of completion of the original project and its acceptance

On written request for resources as mentioned above, the Solution Provider should be able to provide resources within 24 hours of such request or on date mentioned in the said request, whichever is earlier.

BPCL reserves the right to review the competency of resources provided, and request for change, which has to be responded to within shortest possible time on receipt of such request. 9.(e) Liquidated damages for delay in completion of Project/continued maintenance The project as mentioned earlier is time-bound and will progress in accordance with the agreed schedule and whole project shall be completed within the stipulated allotted time of completion, i.e. first structure by mid March 2014 and the complete website in 90 Days from the date of acceptance of LOI. In the event of a failure to do so, Solution Provider shall pay or allow BPCL the compensation of 0.5% of the total contract value (for every week of delay or part thereof subject to a maximum of 5% of the total contract value) until the project is completed and confirmed to BPCL and such damages may be deducted by BPCL from any money due to the Solution Provider

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9.(f) Documentation

Documentation that needs to be provided to BPCL in respect of this refurbishment of Website includes detailed specifications, road map, applications, and processes etc., involved in developing the site. Method of documentation

Solution Provider will follow Standard Documentation Norms for Software Development while developing the site. Handing over of documentation At each stage / Phase of the project, the documentation needs to be completed and signed-off jointly by both, the Solution Manager’s Project Manager and BPCL’s Project Manager. This will be a pre-requisite for payment. 9.(g) Copyrights

All Copyrights for the website/application will remain with BPCL. The Solution Provider will give all source codes and related documentation to BPCL immediately on completion project /termination of the agreement. 9.(h) Obligation while working with BPCL

Use of original software: Solution Provider should use only legal / valid software for development of the application; BPCL would not be responsible for any use, either direct or indirect, of illegal software by the Solution Provider. Solution Provider shall at all time indemnify and keep indemnified BPCL against all actions proceedings, claims and demands against it by any person or firm or Company or by the Government in respect of any loss, damage, accident or attributable to the use of said Project. Non – disclosure All companies that market petroleum products in India are competitors of BPCL. The Solution Provider will follow business ethics while dealing with competitors of BPCL. No information / data / knowledge shared with the Solution Provider will be disclosed to any external agency at any stage of discussions with them, unless a written confirmation is received from BPCL on the same. During the contractual period, the successful Solution Provider will not undertake any similar web-based assignments with BPCL’s competitors. All Tenderers responding to this RFQ will also keep BPCL informed of any assignments that are currently under progress that may create conflict of interests. The Solution Provider may accept web-based projects with BPCL’s competitors during the pendency of the Post-Commissioning Maintenance Period - However, in such event, the

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Solution Provider undertakes to intimate BPCL seven days prior to signing of such Agreement / Contract with any competitor. Subletting Agreement The Solution Provider shall not without the prior written consent of BPCL sublet or assign this Agreement or any part thereof Project provided always that any consent given by BPL for assigning or subletting will not relieve the Solution Provider from the full entire responsibility of his obligations under this Agreement and/or instructions issued to him. 9.(i) Termination of Contract

Please read this in conjunction with Clause 24.1 of General Conditions of Contract (GCC). In the event of the Solution Provider failing to keep to the agreed schedule of project or in the event the Solution Provider failing to complete the project within the stipulated period, BPCL may notwithstanding the provisions in clause 9.5 above terminate this agreement forthwith and employ at the Solution Provider’s cost another Contractor/Solution Provider to complete the project in which even damages specified in Clause 9.5 above shall not apply from the date this agreement is terminated. However, if the delay is due to constraints at BPCL end, this clause will not be applicable, provided the same is recorded and signed off by BPCL’s Project Manager. The following clauses will apply in respect of the successful Solution Provider: Notwithstanding anything contained in the LOI / Contract / Agreement, BPCL shall have the right to terminate the project upon or at any time of the happening of any of the following events.

9.9.1 Breach of Commercial Terms and Conditions

If the Solution Provider commits any breach of commercial terms and conditions of the LOI / Contract / Agreement and fails to remedy such breach within 15 days of the receipt of return notice from BPCL in regard thereto.

9.9.2 Dissolution / Liquidation

On the dissolution of the firm if the Solution Provider happens to be a partnership firm

Liquidation, whether voluntary or otherwise, or the passing of an effective resolution for winding up the business, if the Solution Provider is a company.

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9.(j) Arbitration

a) Any dispute or difference of any nature whatsoever, any claim, cross- claim, counter claim or set off of the Company against the Solution Provider or regarding any rights, liability, act, omission or account of any of the parties hereto arising out of or in relation to this Agreement shall be referred to the Sole arbitration of Director (Marketing) of the Company or of some Officer of the Company who may be nominated by the Director (Marketing). The Solution Provider will not be entitled to raise any objection to any such arbitrator on the ground that the arbitrator is an officer of the Company or that he has dealt with the matters to which the contract relates or that in the course of his duties as an Officer of the Company, he had expressed view on all or any other matters in dispute or difference. In the event of the Arbitrator to whom the matter is originally referred being transferred or vacating his office or being unable to act for any reason, the Director (Marketing) as aforesaid at the time of such transfer, vacation of office or inability to act may in the discretion of the Director (Marketing) designate another person to act as arbitrator in accordance with the terms of the agreement to the end and intent that the original arbitrator shall be entitled to continue the arbitration proceedings notwithstanding his transfer or vacation of office as an Officer of the Company if the Director (Marketing) does not designate another person to act as arbitrator on such transfer, vacation of office or inability of original arbitrator. Such person shall be entitled to proceed with the reference from the point at which it was left by his predecessor. It is also a term of this contract that no person other than the Director (Marketing) of the Company or a person nominated by such Director (Marketing) as aforesaid shall act as arbitrator hereunder. The award of the arbitrator so appointed shall be final, conclusive and binding on all parties to the agreement subject to the provisions of the Arbitration & Conciliation Act 1996 or any statutory modification or re-enactment thereof and the rules made thereunder for the time being in force shall apply to the arbitration proceedings under this clause.

b) The arbitrator shall have power to order and direct either of the parties to abide by, observe and perform all such directions as the arbitrator may think fit having regard to the matters in difference i.e. dispute, before him. The arbitrator shall have all summary powers and may take such evidence oral and/or documentary, as the arbitrator in his absolute discretion thinks fit and shall be entitled to exercise all powers under the Indian Arbitration & Conciliation Act, 1996 including admission of any affidavit as evidence concerning the matter in difference i.e. dispute before him.

c) The parties against whom the arbitration proceedings have been initiated, that is to say,

the Respondents in the proceeding, shall be entitled to prefer a cross-claim, counter claim or set off before the Arbitrator in respect of any matter in issue arising out of or in relation to the Agreement without seeking a formal reference of arbitration to the Director (Marketing) for such counter-claim, cross claim, or set off and the Arbitrator shall be entitled to consider and deal with the same as if the matters arising therefrom has been referred to him originally and deemed to form part of the reference made by the Director (Marketing).

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d) The arbitrator shall be at liberty to appoint, if necessary any accountant or engineering or other technical person to assist him, and to act by the opinion so taken.

e) The arbitrator shall have power to make one or more awards whether interim or otherwise in respect of the dispute and difference and in particular will be entitled to make separate awards in respect of claims of cross claims of the parties.

f) The arbitrator shall be entitled to direct any one of the parties to pay the costs to the other

party in such manner and to such extent as the arbitrator may in his discretion determine and shall also be entitled to require one or both the parties to deposit funds in such proportion to meet the arbitrators expenses whenever called upon to do so.

9.(k) Jurisdiction

The parties hereby agree that the courts in the city of Mumbai alone shall have jurisdiction to entertain any application or other proceedings in respect of anything arising under this agreement and any award or awards made by the Sole Arbitrator hereunder shall be filed (if so required) in the concerned courts in the city of Mumbai only.

All clauses as mentioned in the GCC shall be final and binding to this RFQ. 9.(l) Method for submission of Bids/Proposals The Proposal has to be submitted in two parts, viz. Part 1: Technical Bid and Part 2: Price Bid. The ‘Technical’ and ‘Price’ bids must be submitted in two separate sections of the E-Tender

Part 1, i.e. the Technical Bid include interalia, the following:

Signed and sealed copy of the BPCL RFQ document with all pages duly initialled.

Profile / Information of Solution Provider as specified in the Appendix 1 of this RFQ.

Solution Provider’s proposal giving details.

Compliance Sheet, duly filled, signed and submitted as specified in Appendix 2 of the

RFQ An EMD of Rs.1,00,000/- (One lakh) as Demand Draft or Bankers Cheque in favour of

Bharat Petroleum Corporation Limited, Mumbai has to reach us before 15 January 2015. A scanned copy of the same has to be uploaded with the documents as part of the E-Tendering process.

The submission entitled ‘Technical Bid’ should not contain any cost / financial details.

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Part 2, i.e. the Price Bid shall detail rates for various items of Solution Provider’s offer as per the requirement in the Appendix 3 of this RFQ. The Price Bid of only those parties who have qualified after evaluation of Technical Bid / Technical presentation shall be opened. The bids shall be submitted within the stipulated time as mentioned in the covering letter of the RFQ. The entire process has to be completed on https://bpcl.eproc.in For any clarification please write in to : The Chief Manager, (Brand & PR), Bharat Petroleum Corporation Ltd., Bharat Bhavan 1, 3rd Floor, Currimbhoy Road, Ballard Estate, Mumbai – 400 001. Email query to : [email protected] or [email protected] 9.(m) Other terms

Solution Provider’s proposal / offer must include taxes and other applicable charges.

BPCL will follow problem determination, problem analysis and warranty service request

procedures provided by Solution Provider. Solution Provider will respond to all service requests of BPCL within the stipulated time as given in this RFQ.

BPCL reserves the right to accept or reject any or all the quotations or parts thereof, without assigning any reasons whatsoever.

BPCL is not bound to award the Contract to the party that quotes the lowest rate / cost, and is free to carry out negotiations with the Solution Providers in the manner considered appropriate.

Bids submitted after the due date and that not in conformity with the prescribed Terms & Conditions and specifications laid down in this RFQ are liable to be rejected.

The costs for preparing and submitting the Bids, presentations and negotiating a Contract, including visits to BPCL’s Office, if any, are not reimbursable.

All clauses as mentioned in the GCC shall be final and binding to this RFQ.

***

https://bpcl.eproc.in/



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APPENDIX 1

Particulars of the Solution Provider Format

Please provide the following information as part of your technical bid. All information requested herein must be provided. If the information provided is found to be incomplete, the bid is liable to be rejected.

Solution Provider’s Company Profile:

(a) Name of the company (b) Age of the Company (in years) (c) Main Areas of Activities (d) Head Office / Registered Office Address & Telephone Numbers (e) Number of Offices and their Locations (f) Number of Technical Support Centres and their Locations (g) Organisational Structure with name of Promoters / Firm Partners (h) Technical Strength of Solution Provider, i.e. No of Programmers, Software Engineers, Project

Leaders, Project Managers, Web Designers, Copywriters, etc. (i) Solvency certificate from your banker/ Practising Chartered Accountant (j) Major Clients List- Websites & any special applications developed for them

BPCL Project Related Information:

(a) Address of Development Centre / Office that will handle BPCL’s proposed Project (if different from the above mentioned address)

(b) Name and Designation of Contact Person / Co-ordinator for BPCL’s Proposed Project (c) Resources that will be deployed on this project (d) Whether you would be able to start the project in time as specified (e) Whether you would be able to complete the project in the specified period (f) Current commitments that may affect the execution of the proposed project. (g) Concurrent commitment that may affect the execution of this project. (h) Tentative project plan

Eligibility Criteria of Bidders Keeping in view the complexity of the work involved the pre-qualification criteria for the vendors providing this service and those interested in undertaking the project are:

Should have developed portals of this scale for at least 3 organizations (Active URLs will be needed)

Should have proven experience of handling websites Portal of MNCs/ PSUs (Active URLs/other proofs will be needed)

Brand/CorpWeb/14-15


Should have proven experience of handling E-commerce Portals of National and International Companies (Active URLs/other proofs will be needed)

Should have proven experience of Social Media Management and Digital Marketing services for a minimum of 3 MNCs/PSUs (Active URLs/other proofs will be needed)

Should have a dedicated team for Social Media Management, Digital Marketing services and ORM (Number of members, major projects handled and Name and credentials of team for BPCL will be needed)

Have own proprietary online listening platform to deploy the ORM for BPCL Should have proven background of providing high value Search Engine Optimization

performance using Advanced SEO for minimum 3 MNCs/PSUs (Active URLs/other proofs will be needed)

Should have sufficient number of qualified and experienced persons in employment with them in the respective areas to service BPCL (minimum ten employees in their development/support team). The Team must include .Net Developers, Web Designers, Project Managers, Visualisers, Content & Copy Managers, QA Managers, System Admin and Translators.

Should have a turnover of Rs 50 lakhs for the Financial Years (FY 2010-11, FY 2011-12, 2012-13). Audited Balance sheets to be submitted.

Should be profit making in the last two financial years. Should have own office. Documentary proof required.

Use of original softwares

- Solution Provider should use only legal / valid software for development of the application; BPCL would not be responsible for any use, either direct or indirect, of illegal software by the Solution Provider. Solution Provider would indemnify BPCL against the same.

- Bidder must have own /licensed ORM tool and their In-house CMS tool with Source Code which is Customizable, Easy to Manage, Creates pages with Responsive Design, Supports multiple Languages, Uses Web 2.0 tools, is W3C Compliant and can run on the latest Windows Server/IIS/SQL.

- Bidder must not be “Disqualified” to bid in a PSU Tender.

- Bidder must not have any legal cases against him.

Bidder’s Roles & Responsibilities:

Successful Bidder’s Roles & Responsibilities are outlined below:

- Bidder must provide the required qualified personnel to execute the project within 2

days of Purchase Order being issued

- Bidder must appoint a Project Manager to co-ordinate with the BPCL Team

- Bank Guarantee needs to be furnished as per the Tender

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- Bidder must work closely with BPCL Primary Web Admin Team and finalise the

Sitemap, Functionality and Web Site Theme/Design in the stipulated time.

- Bidder must collate/update/clean all content from existing Website as well as from

BPCL SBU’s with the help of BPCL Primary Web Admin Team

- Bidder must source Images relevant to each section and get approval from BPCL

Primary Web Admin Team. Purchase of images (India-centric) is under the Bidder’s

Scope.

- Bidder must organize Data Entry of English content using CMS tool

- Bidder must get the “Final Content” translated to “Hindi” and on Approval by BPCL

Hindi Section upload using the CMS tool

- Bidder must set up a “Test Server” to “Demo” the completed site

- Bidder is responsible for Testing, Debugging the site and making it error free.

- Bidder must develop, modify or customize the CMS to meet exact BPCL requirements

- Bidder needs to co-ordinate with BPCL IS Team to ensure that any data exchange with

BPCL SAP or internal Complaints Software is completed seamlessly.

- Bidder needs to co-ordinate with different SBU’s and Divisions of BPCL to ensure that

the multiple modules like Career, Scholarship, Vendor, Dealer, Complaints, Tenders, etc.

are working seamlessly and all Historic data is imported in the new CMS tool.

- Bidder needs to be able to provide 24 x 7 support to BPCL for Critical updates.

- Bidder needs to do “periodic” review meetings to update BPCL Team on Project Status.

- Bidder needs to conceptualize the Bi-monthly Petrozine, Collate Content and Design it

as required.

- Bidder needs to activate a CMS to cross-pollinate BPCL information/images from

website to social media sites as defined by BPCL

- Bidder needs to Source the “Stock Ticker” which will run on BPCL Website (5 Minute

Delay) for the duration of the contract at their cost.

- Bidder must ensure that the PetroDaily released every day goes out seamlessly to

registered users. In case of issues, Bidder needs to resolve in conjunction with the Data

Center where website is hosted.

- Although Hosting the site is outside the scope of this tender, the Bidder needs to co-

ordinate with the selected Data Center to host the site and to ensure it is running

effortlessly.

- Maintenance( Add/Delete/Update of records) of the logs generated through the

application will be the responsibility of the Solution Provider

- Bidder needs to make certain that CMS tool and other modules developed for BPCL

website ensure Security of the site from Hacking; and periodic action must be taken to

make sure that the website is safe and secure.

- BPCL IS Team runs a “Vulnerability Assessment Test” daily on the BPCL Site. If any

vulnerability is thrown up, Bidder is responsible to resolve and clear all

“Vulnerabilities” in association with the Data Center.

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- Bidder needs to provide a “Fixed IP” in their facility so that data upload is restricted to

one location of the Bidder. Access to the Server should be limited to two trusted

persons in the Bidders office to ensure Site Security.

- Bidder needs to have dedicated person/s for monitoring social media posts, activities

and its analytics

- Bidder needs to have dedicated person/s for ORM activities and its analytics

- Bidder needs to have dedicated person/s for Advanced SEO and its analytics

- Bidder needs to enable Google/other Analytics on the site for Log Analysis.

- Bidder needs to provide Monthly analysis of websites and social media sites to BPCL

Brand Team

- Bidder is required to attend meetings with Data Center or BPCL SAP Team or other

BPCL SBU’s for understanding requirements, suggesting new developments or for

giving inputs or any development which impact the BPCL Website. There will be no

charges levied for such meetings irrespective of the number or duration of such

meetings.

- Bidder is responsible to give timelines for any updates that come and the work must be

completed within the stipulated downtime. Ideally no update, unless very extensive,

should take more than 24 hours.

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APPENDIX 2

Compliance Sheet

Sr.No. Particulars Ref. Clause Yes / No Comments

(a) Completion of project on turn-key basis, including Hindi Section

3.0

(b) Full conformity to Deliverables 6.0

(c) Acceptance of experience of completion of similar websites/platforms /e-commerce sites/digital marketing/ SEO and Advanced SEO for MNCs/PSUs

3.0

Appendix-1

(d) Acceptance of successful completion of ORMs for MNCs/PSUs

5.0

Appendix-1

(e) Conformity to availability of licensed ORM tool

5.0 & Appendix-1

(f) Minimum warranty on all application software for a period of one year from acceptance of refurbished Website

3(l)

(g) Adherence to Post-Completion Maintenance for a period of one year extendable to one more year from acceptance of refurbished Website

3(m)

(h) Acceptance of Training Clause 3(n)

(i) Acceptance of Project Management Clause

7

(j) Acceptance of Acceptance

Procedure

7(d)

(k) Acceptance of General Terms 8

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(l) Acceptance Resource Mobilisation Clause

9(a)

(m) Acceptance of Validity Clause 9(b)

(n) Acceptance of Payment terms 9(c)

(o) Acceptance of Post-Commissioning Development Clause

9(d)

(p) Acceptance of Liquidated Damages condition

9(e)

(q) Acceptance of Documentation Clause

9(f)

(r) Acceptance of Copyrights Clause 9(g)

(s) Acceptance of Clause on Obligation while working with BPCL

9(h)

(t) Termination Clause Acceptance 9(i)

(u) Arbitration Clause Acceptance 9(j)

(v) Acceptance of Jurisdiction Clause 9(k)

(w) Acceptance of Other Terms 9(m)

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APPENDIX 3

PRICE BID FORMAT: (To be filled by the Bidder)

Date:

From ................................................................................ ................................................................................. ................................................................................. To Bharat Petroleum Corporation Ltd Bharat Bhavan 1, 3rd Floor Currimbhoy Road Ballard Estate MUMBAI – 400 001 SUB: Revamp & Maintenance of Corporate Website of Bharat Petroleum Corporate Limited with Social Media Integration & ORM

Ref : (Tender Enquiry Ref: Brand/CorpWeb/14)

Dear Sirs,

Having examined the Bid Documents consisting of the Request for Quotation, Project Details,

Terms & Conditions of Contract, Technical Bid and Formats, Price Bid and Formats, and having

understood the provisions of the said Bid Documents and having thoroughly studied the

requirements of Bharat Petroleum Corporation Limited, relative to the work, Bid for refurbishing

the Corporate Website, the job(s) involved and all other factors and facilities and things

whatsoever necessary or relative to the formulation of the Bid and the performance of work, I /

We hereby submit our Price Bid offer for the performance of proposed work in accordance with

the terms and conditions and within the time mentioned in the Bid Documents at the lump sum

rate quoted by me/us in the accompanying price schedule based on the Form of Price schedule(s)

included within the Bid Documents and arrived at a lump sum price of Rs. ............................. (Rupees

......................................... only) for the revamp and maintenance of BPCL’s Corporate Website with

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Social Media Integration & ORM and rates as quoted in the Price Bid for manpower for feature

enhancements.

If the work is awarded to me / us, I / We undertake to perform the work in accordance with the RFQ / tender document and accept the terms and conditions of LOI / Agreement / Work Order as laid down therein. I / We undertake to commence work on the project within 7 days of acceptance of LOI / Agreement / Work Order, failing which Bharat Petroleum Corporation Ltd, shall be at liberty, without further reference to me / us and without prejudice to any of its rights or remedies, to cancel the LOI / Agreement / Work Order. I / We also undertake to complete the project within the time-bound period of 90 days from date of acceptance of LOI / Agreement / Work Order and also confirm that the price quoted is for a period of two years and extendable to one-year from the date the website goes live.

I/We have annexed to this Bid the following documents:

(I) Price Schedule in the prescribed format attached herewith

(II) Original Power of Attorney or other proof of authority of the person who has

signed the bid or copy of Power of Attorney or other authority duly attested by a

Gazetted Officer in proof of authority of the person who has signed this Priced Bid

Date this ....................................... day of ................................2015

Yours faithfully,

(Signature):

Name & Designation of authorised person

Signing the Bid on behalf of the Solution Provider

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Format of Priced Bid

Prices / Charges valid for a period of two years (Extendable for a period of One year) from go-live of website for the Proposed Refurbishment of BPCL’s Corporate Website : Sr. No: Description of Item Prices / Charges Rs.

A ONE TIME COST Website Construction, Maintenance, Planning and Management for first year & ORM deployment.

A1. Website construction: This lump-sum cost shall include cost for planning and refurbishment of website in English & Hindi and would include :

Refurbishment of main website, existing micro-sites & applications

New apps/modules Content management system Search Engine optimization (200 keywords) Integration with BPCL Social Media platforms

This cost would also cover maintenance and security of site, day-to-day planning and administration of website, micro-site and social media platforms for the first year. Rate (Lump sum in Rupees) (excluding Taxes)

Rs.

A2. Online Reputation Management Deployment charges ORM tool(one time)

Rate (Lump sum in Rupees) (excluding Taxes)

Rs.

A : ONE TIME COSTS TOTAL = (A1+A2) Rs.

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B RECURRING COSTS: Recurring costs include maintenance fee of website for 2nd year and digital marketing services for two years starting post go-live of new website. The first year Maintenance Fee is included in the construction cost.

1) Maintenance & Management of Website / Micro site / Other platforms include administration, monitoring of all platforms, SEO, seamless integration across all platforms and security to ensure availability of website and its services 24x7 as mentioned in Scope of Work. The Project Manager will be responsible for continued administration, general maintenance & security of website and micro-site; and planning and coordination of digital marketing services across platforms.

2) Digital Marketing services includes Website, Micro-site & Social Media Content Management as mentioned in Scope of Work

B.1. PROFESSIONAL FEES TOWARDS : Maintenance & Management of Website / Micro site /other platforms

Project Manager & Maintenance of website and social media platforms

/and other integrated services. (excluding Taxes). Rs.

B.2 PROFESSIONAL FEES TOWARDS : Digital marketing services : (600 days approx)

(a) Web Designing per man-days (600 days) Rs. (b) Web Programmer per man-days (600 days) Rs. (c) Copy writer/ translator per man-days (600 days) Rs.

B.3 PROFESSIONAL FEES TOWARDS MAINTENANCE OF ORM for 2 years Monthly rate for online reputation management (100 keywords to an

extent of 20000 conversations per month). Per month cost for listening / responding / bucketing / forwarding per day (including response to Posts on BPCL Social Media pages) and monthly reports (For 24 months)

Rs.

B-4 PROFESSIONAL FEES TOWARDS ADVANCED SEO for 2 years Indexing, accessibility and other solutions to improve rankings, performance and traffic. (For 24 months)

Rs.

B: RECURRING COSTS TOTAL (B1+B2+B3+B4) Rs.

GRAND TOTAL (A+B)

Taxes: Please specify the type of Tax and Percentage below:

1. Tax Type: 2. Percentage of Tax:

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APPENDIX 4

Major Check List : Please confirm YES, NO or other remarks wherever applicable

Sr. No. Particulars Yes/ No Remarks

1. Technical and Price bids to be submitted online

2. EMD of Rupees One lakh

3. BPCL RFQ with all pages signed with seal

4. Detailed Proposal on Refurbishment of Website, including details of Development Platform

5. Profile / Information as specified in Appendix 1 of RFQ

6. Compliance Sheet as per BPCL’s format (Appendix 2 of RFQ)

7. Priced bid strictly as per BPCL’s format, including Taxes and Other Applicable Charges (Appendix 3 of RFQ)

8. Solvency Certificate from Banker/ Practising CA

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END OF DOUCMENT Request for Quotation Document

(Tender Enquiry Ref: Brand/CorpWeb/14)

THIS DOCUMENT BELONGS TO Bharat Petroleum Corporation Limited

Brand, PR & New Initiatives Department Bharat Bhavan I, 3rd Floor, Currimbhoy Road,

Ballard Estate, Mumbai 400 001 www.bharatpetroleum.com

For enquiries please mail to: [email protected]

[email protected]

BPCL-2014-15 *****

http://www.bharatpetroleum.com/



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